United Cooperative Services (United) recently conducted a focus group to gather feedback from its members, and the results highlight strong service satisfaction. 

The two-hour meeting revealed that the majority of participants described their experience as excellent or fantastic, citing reliability, technical support, and service quality as standout factors.

“Interestingly, United has only been in the high-speed internet business for about five years, but members consider it a core business of the cooperative, as important a service as the reliable electric service we have provided for more than 80 years,” said United CEO Cameron Smallwood.

The majority of users rated United’s service highly, favoring it over competitors, including well-known, larger national providers. Quick technician response times and the absence of data throttling were among the top advantages noted.

Members said their primary uses for United’s high-speed internet include video streaming, business, and gaming. While service overall was considered reliable, some users reported that internet service had challenges reaching outdoors, depending on the distance from the router inside the home. They suggested an offering of outdoor/patio Wi-Fi extenders to enhance outdoor 
coverage and security solutions such as cameras. 

United’s communication efforts also earned praise for clarity and consistency, particularly through email updates. The cooperative’s proactive communication approach regarding software upgrades was well-received. 

Technical support also received positive reviews, with members appreciating efficient issue resolution and virtual reboot options. 

Focus group participants said they felt they received good value for their money. They also emphasized the importance of transparent pricing and competitive rates, encouraging United to maintain a fair approach to future rate increases and to involve member advisory committees as the cooperative has done in the past for electric rate adjustments. 

“Members in areas where United was available before the national internet service providers expressed any interest in providing internet service showed particular appreciation for their cooperative bringing them this essential service,” said Chris MacIntyre, United’s vice president of internet services. “It’s essential to get this feedback and validation about United’s internet service, especially knowing that the members asked us to provide high-speed internet when others ignored their requests for years.”

Smallwood said input received from members in focus groups is invaluable, as it helps the co-op to ensure that the high-speed internet service continues to meet and exceed member expectations, as well as to plan for future improvements to better serve the membership.

“We appreciate our members taking time out of their schedules to provide us with valuable feedback,” Smallwood said. “United’s internet service continues to be highly valued for its reliability, high-quality service, and competitive pricing. Moving forward, maintaining our high standard of transparency and ensuring exceptional service and value will continue to be prioritized.”